From Richard Vianello, Director, Civil Service Pensions
1 October 2026
Over the last week, some of the team have based themselves at Capita’s offices, working with Capita to ensure that the next phase of the rectification plan addresses the full range of outstanding queries. This complements the work of the Remedial Advisor, Grant Thornton. Once complete, I will report back with regards to Capita’s expected timescales for full restoration of service. However, the service will not be considered as restored while it continues to rely on surge personnel or temporary administrative easements to maintain daily operations.
The Cabinet Office’s next commercial steps will be determined after reports from the remedial advisor and technical audit have been submitted this month.
At the Public Accounts Committee and Public Administration and Constitutional Affairs Committee on 8 July 2026, Capita executives committed to restoring services to standard contractual levels (with some minor exceptions) by 30 September 2026. This was a commitment made to the House, and separate from the rectification plan. Evidence of Capita’s performance against that 30 September deadline will be viewed alongside the rectification plan by the end of October.
To ensure I can provide you with the fullest picture possible, my next update will be published after Ministers update Parliament later this month.
Aged cases
We continue to provide information on cases over 100 days old in the categories shown below, to provide a view on the progress being made. All data quoted has been supplied by Capita as of 30 September. The figures in brackets indicate the difference since the last update:
| Case type over 100 days old from the date the case was created | Total number of affected members | Workable, and to be paid within 15 days | Currently ‘non workable’ and require additional information |
| Bereavement | 1,311 (-112) | 262 (-122) | 1,049 (+10) |
| Death in Service | 332 (+9) | 39 (+2) | 291 + 2 in data triage (+7) |
| Ill Health Retirements | 8 (-5) | 0 (-2) | 8 (-3) |
| Payments | 277 (-6) | 89 (+7) | 188 (-13) |
We are continuing to apply the maximum pressure to hold Capita firmly to account so vulnerable members receive their pension entitlement.
Transition Support Loans
Due to the continued delays, I would like to remind active members that Transition Support Loans are available through your employer. If you are struggling and need to bridge the gap, please contact the appropriate team dealing with Transition Support Loans in your department.
Modeller
Capita advised that a new modeller would be available around mid-October. My team are seeking further assurances on the functionality and quality of this to ensure this provides a useful experience when launched. I will let you know next time how it is progressing.
Pension Saving Statements
Capita is planning this year’s Pension Saving Statement exercise to approx c.10,000 members. Pension Saving Statements will be posted Second Class via Royal Mail around 6 October. The website will be updated shortly with information about what you should do if you have a tax charge to pay. Further guidance will be provided to the small number of employers where data issues may raise issues with timely production of the PSS.
2025/26 Annual Benefit Statements
Capita has committed to producing approximately 53,000 outstanding ABS by the end of October. Please go to the ABS hub on the Civil Service Pension Scheme website for further information.
Finally, some members have been sending their pension queries, including personal pension information, to personal email accounts (such as Gmail or Hotmail) or through LinkedIn. I understand that this may be borne out of frustration, but please use the contact us facility on the Civil Service Pensions website or by signing into the Member Portal and sending a secure message. For the avoidance of doubt, we will never reply to pension queries or contact you from an unofficial account.
Richard Vianello
Director, Civil Service Pensions
